MGMT 661
Final Exam Review
Summer 2007
The test will cover some or all of the material in the text Business Driven Technology (BDT):
Unit chapters 10 (SCM), 11 (CRM), 12 (ERP), 13, 14 (E-business), 15 (collaboration),
16 (Wireless in Business), 18 (Outsourcing)
Business plugins B9 (CRM), B10 (ERP), B13 (outsourcing),
Technology plugins T2, T3, T4 on Excel and T5, T6, T7, T8 on databases and Access.
The format of the questions on the test can be short answer, short essay, multiple choice and fill-in.
All questions should be answered relative to the BDT text.
You are expected to have read these cases and associated questions since some questions will refer to the
cases.
1.
Chapter Ten Case: BudNet
2.
Chapter Eleven Case: The Ritz-Carlton
3.
Chapter Twelve Case: Hilton Purchases New Suite
4.
End of Unit 3 Closing Case: Dell’s Famous Supply chain
(and How to Build a Dell-like Supply chain)
5.
Unit 4 Opening Case: eBay – The Ultimate E-Business
6.
Chapter Thirteen Case: Direct Groceries
7.
Chapter Fifteen Case: DreamWorks Animation Collaboration
8.
Unit 4 Closing Case: Improving Highway Safety Through Collaboration
9.
Plug-in B10 Closing Case Two: Campus ERP
10.
Plug-in B13 Closing Case Two: Outsourcing Brew
Remember, a simple one word or phrase answer is usually worth nothing – you MUST provide an explanation
or justification. Also, in a definition, you cannot use the words being defined.
Sample questions.
Chapter 10
1.
How does the book define SCM? Describe IT’s role in the supply chain.
2.
List and explain the five basic supply chain management components.
3.
Explain these changes resulting from advances in IT that are driving supply chains:
visibility, consumer behavior, competition, speed.
4.
Describe how the BudNet makes the Anheuser-Busch SC more effective and efficient.
Chapter 11
5.
Compare operational and analytical CRM.
6.
Explain what personalization means.
7.
Explain the five CRM implementation strategies
Plug-in B9
8.
Explain how organizations can find their most valuable customers through “RFM”.
9.
Describe the three phases in the evolution of CRM.
10.
List and explain (briefly) operational CRM technologies in these areas: Marketing, Sales, Customer
Service.
11.
List and explain examples of analytical CRM information.
12.
Describe how the Ritz-Carlton used the two types of CRM to develop their customer-service business.